IT Support Technician Senior

University of Kansas; Lawrence (KS); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Paid time off

Educational opportunities

Job summary

University of Kansas is seeking an IT Support Technician Senior (Second Shift Lead) to lead overnight NOC operations at the Lawrence campus. The role provides technical leadership, incident response, monitoring, and after-hours escalation to ensure the availability and security of the university’s technology infrastructure.

You will mentor NOC staff, enforce SOPs, and act as the primary decision-maker during overnight operations while coordinating major issue resolutions and maintaining

Qualifications

• Experience leading projects or senior technical support roles as shown in materials.
• Excellent written and verbal communication skills as shown in materials.

Responsibilities

• Lead after-hours incident response and escalation for overnight operations.
• Coordinate incident resolution and communications during outages and security events.
• Provide operational leadership and mentoring to NOC staff on night shift.
• Oversee data center and facility operations during off-hours and ensure SOP adherence.
• Maintain shift reports, SOPs, and knowledge base content; monitor performance metrics.

Skills

Incident management

Leadership

Customer service

Communication

Monitoring platforms

Education

Associate's or Bachelor's IT/CS

Tools

NOC monitoring tools

Job description

The IT Support Technician Senior (Second Shift Lead) serves as the senior overnight operations resource within the Network Operations Center (NOC). This position is responsible for providing technical leadership and operational oversight for night shift activities, ensuring the availability, performance, security, and reliability of the university's technology infrastructure. The Lead Technician monitors enterprise systems, responds to incidents, coordinate major issue resolution, serves as the primary after-hours IT Help Desk escalation point, and administers monitoring platforms. This role provides guidance and mentoring to NOC staff, ensures adherence to standard operating procedures, and serves as the primary decision-maker during overnight operations.
If you are looking for a rewarding and dynamic career, look no farther than the University of Kansas. In addition to a competitive salary, KU offers great benefits to employees with up to 176 hours of paid vacation per year, 96 hours of sick leave earned per year, 10 paid holidays plus one discretionary day, a great retirement program, medical and dental insurance, life and disability insurance, other benefit plan options and state of Kansas discounts offered by various vendors. KU also offers employees educational opportunities for employees. KU is a great place to work!
KU does not provide H-1B sponsorship for this position.

Job Description

30% - Incident Management & Operational Leadership

• Lead after-hours response to incidents, outages, service disruptions, and security events.
• Serve as the primary escalation point for overnight operations.
• Coordinate incident resolution, communications, and escalation activities.
• Provide operational leadership during emergencies.

25% - Customer Support & Technical Administration

• Provide advanced after-hours IT support for account access and technical issues.
• Troubleshoot complex hardware, software, application, and network problems.
• Administer and maintain enterprise monitoring platforms.
• Identify recurring issues and recommend operational improvements.

15% - Staff Leadership & Training

• Provide leadership, mentoring, and guidance to NOC and overnight staff.
• Support onboarding, training, and knowledge development.
• Review operational work products and provide coaching and feedback to staff.
• Serve as a subject matter expert for overnight operations.

10% - Data Center & Facility Operations

• Oversee after-hours data center and facility operations.
• Monitor and coordinate response to infrastructure, environmental, security, power, and cooling incidents.
• Serve as the primary overnight contact for facility emergencies.
• Ensure compliance with operational procedures.

10% - Documentation & Reporting

• Maintain operational records, incident documentation, and shift reports.
• Develop and maintain SOPs, knowledge base content, restoration plans, and recovery documentation.
• Monitor operational metrics and recommend service improvements.

5% - Collaboration & Continuous Improvement

• Collaborate with technical teams to resolve operational issues and improve processes.
• Support operational projects and planning initiatives.
• Promote effective communication and continuity between shifts.

5% - Other Duties as Assigned

• Perform additional job-related duties and special projects as assigned to support departmental and organizational objectives.

Required Qualifications

• High School Diploma/GED equivalency and three years of relevant professional experience or an Associate’s degree and one year of relevant professional experience or an equivalent combination of education/experience.
• Two years of experience monitoring enterprise systems, networks, applications, or infrastructure.
• Experience leading projects, coordinating operational activities, or serving in a senior technical support role as shown in application materials.
• Two years of customer service experience.
• Experience troubleshooting hardware, software, application, and network-related issues as shown in application materials.
• Demonstrated experience mentoring, training, and guiding staff in operational procedures, incident response, monitoring activities, and escalation processes as shown in application materials.
• Demonstrated ability to prioritize multiple tasks and coordinate incident response efforts as shown in application materials.
• Excellent written, verbal, and interpersonal communication skills as shown in application materials.

Preferred Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or related field.
• ITIL Foundation Certification.
• CompTIA Security+, Network+, or related industry certifications.
• Experience leading technical teams or acting as a shift lead.
• Experience administering enterprise monitoring and management platforms.
• Experience working in a Network Operations Center (NOC), Security Operations Center (SOC), or data center environment.
• Experience supporting enterprise technology environments, including network infrastructure, database systems, and computer environmental control systems.
• Experience supporting cybersecurity operations, including incident response, phishing detection and triage, identity and access management, and security monitoring.
• Experience participating in disaster recovery, business continuity, and operational resilience activities.
• Experience utilizing scripting, automation, IT Service Management (ITSM) processes, and ITIL best practices to improve operational efficiency and service delivery.

Additional Candidate Instructions

In addition to the online application, the following documents are required to be considered for this position:

• Cover letter describing how you meet the required and preferred qualifications
• Resume
• List of three (3) professional references

In addition to the online application, the following documents are required to be considered for this position:

• Cover letter describing how you meet the required and preferred qualifications
• Resume
• List of three (3) professional references

Application review begins Monday, November 2nd. For consideration, please apply no later than Sunday, November 1st.

• Primary Campus: University of Kansas Lawrence Campus
• Assignment: Hybrid
• Reg/Temp: Regular
• Employee Class: U-Unclassified Professional Staff